Manage your account
Update profile information, review linked sign-in providers, reset a password, and understand account-level security boundaries.
Open Account from the dashboard navigation.
Profile
Update the name and supported profile fields shown in the page, then save. Use a recognizable name because it can appear in team and support activity.
Avatar
Upload a profile photo under Profile. When you reply to a customer live, your avatar appears next to your messages in the chat widget, so customers can see a real person is helping them. Choose Upload avatar (or Change avatar) and pick a square PNG, JPG, GIF, or WebP image up to 512 KB; it applies immediately, no save needed. Select Remove to go back to showing your initial.
If you also use the Fetchply app inside Shopify admin, the same avatar can be managed there under Settings → Agent status; both places update the same photo.
Avatar troubleshooting
- The upload is rejected. The image is either larger than 512 KB or not a PNG, JPG, GIF, or WebP file. Resize or convert it and try again.
- Customers still see the old photo in an open chat. Newly sent replies use your current avatar right away; a chat window that was already open may show the previous photo until the customer reloads the page.
- No photo appears next to your replies. You have not set an avatar yet, so the widget shows your replies without a photo. Upload one here and it will appear with your future replies.
Linked providers
Review social providers linked to the account. Keep at least one sign-in method you can access before removing or changing another.
Password
Use Forgot password when you cannot sign in. A social-only account may need to use its provider instead of a Fetchply password.
For team membership and agent access, use Team.